7492X Online Practice Questions and Answers

A call center has four agents:

Agent 1 has experience with Sales and French.

Agent 2 has experience with Sales and English.

Agent 3 has experience with Support and English.

Agent 4 has experience with Sales and is bilingual in English and French The first call comes in requiring

sales assistance in English and a second call comes looking for Sales in French.

Which agent is still available for calls when the call center is using Best Service Routing and the next call

requires French?

A. Agent 1

B. Agent 2

C. Agent 3

D. Agent 4

What are the three key differences between Enhanced look Ahead Interflow(FLAI) and traditional LAI? (Choose three.)

A. The ELAI uses the interflow-qpos vector command.

B. The Call Center calls must be queued to first in LLAI.

C. The ELAI uses route-to number ~r 13035485103.

D. The ELAI Is near first-in-first-out routing.

E. The value of the Interflow-qpos can be set as <=12.

What would trigger a vector event error?

A. When vector processing reaches the maximum 1000 steps allowed

B. When vector processing reaches the- maximum 100 steps allowed

C. Misdirected calls

D. Call Denial

Which three statements about LAI requirements are true? (Choose three.)

A. Intelligently route calls among the call centers to achieve a better ACD load balance.

B. The receiving switch is able to accept or deny interflowed calls sent by the sending switch.

C. The routing of an incoming call to an external switch must be answered at the originating switch.

D. Look-Ahead Interflow (LAI) improves call-handling capability and agent productivity for call centers with multiple locations.

E. It Is able to use the adjust-by vector command to better manage EWT.

While a Look-Ahead Interflow attempt is being made, which feedback is the caller receiving?

A. The caller hears the feedback that Is provided by the sending switch.

B. The caller always hears ringback.

C. The caller hears the feedback that is provided by the receiving switch.

D. The caller always hears silence.

A customer using the TTrace tool wants to see a list of services that have been configured, and also select

their respective logging levels.

Which TTrace tool will accomplish this?

A. TTrace Log2Zip

B. TTrace Configuration

C. TTrace Server

D. TTrace Console

When a customer generates a TTrace log file there are specified components in each line item of the log

file.

Which data do these components include?

A. The log file includes the date, the time, the name of the processes, the system where the process is running, and the process ID

B. The log file includes the date, the time, the name of the processes, the system where the process is running, and the name of the agent handling contacts

C. The log file includes the name of the processes, the system where the process is running, and the process ID

D. The log file includes the date, the time, the name of the processes, the system where the process is running, and the name of the user on the system

What are three advantages of the Avaya Customer Experience Virtualized environment? (Choose three.)

A. Enables capital equipment expenditures

B. Divides up resources among different locations

C. Enables businesses to scale rapidly

D. Lowers operational expenses

E. Requires fewer servers

Refer to the exhibit.

A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent's Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps were implemented, those customers are queuing to the incorrect group of agents.

What would be the reason for this?

A. VDN Override on VDN 7202 is set to no

B. VDN Override on VDN 7201 is set to yes

C. The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease

D. No agents are staffed in skill 1

A customer wants to configure their call center for emergencies. What action would you advise the call center supervisor to use to configure an alternate call path in case of a disaster?

A. Set a value variable and change the value assigned using a feature access code

B. Set a trunk group and change the trunk number using a variable

C. Set a vector directory number with a collect-type variable

D. Set a feature access code that detects a power outage and reroutes calls automatically